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Use These Customer Service Tools for Better Productivity

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You are not alone in this world. There are endless tools available to small businesses that will not only make your life easier, but will actually assist you in keeping your customer happy and up to date. The tools outlined below are some of the most basic and widely available, so read on and make sure you are leveraging them accordingly.


Ah, Basecamp. The organizer of chaos and keeper of tasks. Simply put, we would be lost without this project management system. From tracking a project’s progress to serving as a hub for endless creative files, this tool provides the customer a means of keeping up to date with all our work. By inviting clients to their respective projects, they are able to see due dates, comments and any upcoming tasks to be completed, allowing them to feel more actively involved in the process. Keeping up to date on our projects makes for a happy team and an even happier customer.

Zen Desk

Zen Desk is a customer support platform that allows you to grow your client relationships using dynamic communication methods. This can be used as a helpline for customer support to help you solve problems in real time as they are found. It gives the client peace of mind knowing that they will be answered immediately. You can also use this as a chatting platform, allowing you to stay in direct communication with your client throughout the day. After all, the best way to show your client you care is to be available to them when they need you.


More and more people are turning to Twitter as a customer service platform. There is something very organic about calling out a company or business in front of all the world and awaiting their response. It requires the respondent to really think on their feet, which often elicits the most honest answers. Clients love Twitter because it brings them face to face with companies that might have otherwise never noticed them. The most important thing to note with Twitter is timeliness. Try to respond to tweets as quick as possible, in seconds you could lose your relevancy and thus your chance to make an impact.


Facebook is like the multi-tool of social media platforms. This is a great way to connect with your customers on a different playing field. Use it as a way to market your services and connect directly with clients. Engage with customers, respond to their issues in a timely manner, and thank them for their mentions and reviews. You don’t want to miss out on the many opportunities that come from harnessing these relationships.


Insightly is a customer management tool which allows you to track business opportunities and client connections. By drawing connections between clients and organizations you are able to take advantage of opportunities that may have otherwise been missed. Use this to leverage networking opportunities for your clients as well. Bringing clients together adds value to your relationship and expands your opportunity for further business.


Use your inbox as a record of conversations, keeping you informed on all the information surrounding a project. More importantly, stay organized. Don’t let your inbox become so flushed with red flags that you never follow up on anything. I typically respond to emails within two hours of receipt. Even if it’s just a quick “Let me find out and get back to you,” the client appreciates being acknowledged. Being prompt adds value to the relationship because the client knows that when a problem arises you will be there to help guide them.

You don’t need to download a million apps to keep you in good graces with your clients, simply learn to leverage what is already available to you. Mastering these widely available tools will provide you with the resources you need to provide great customer service and quality work that will keep your phones ringing. What business tools have you found that you couldn’t live without?